Curious and unsure where to put this post

So I'm wondering about something that is a big deal (for the moment at least) in the context of the "one-time item return" policy that SE offers. I took a break from the game and came back without a group to run end-game content. I bought the tank poetics chest piece, but I was recruited in as a caster DPS.

After this happened, I submitted a ticket (and I have submitted it once a week only to get the exact same copy-paste reply every time) to have it swapped.

What I'm wondering is why does exchanging an item count as an item return? You aren't trying to get something for nothing, you are agreeing to drop and destroy one item to have it replaced with another.

Because if it didn't cost the one-time return, people would abuse it. You'd only need one set of gear - gear up a full tank poetics set, then petition to have it changed for a full healing set later.

Limiting this kind of thing to your one-time return is the only easy way they can fairly police such a matter.